Data Service Intelligence Lead for Complex Escalations

Moody's Corporation; Brussel Hoofdstad; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Moody’s Corporation is seeking a senior Service Intelligence Lead to manage enterprise escalations and governance for customer-critical Data Estate issues. You will own the complex-escalation queue, coordinate across Data Operations, Product, Engineering, Client Service, Sales, Governance, and domain teams to drive durable resolution.

The role requires strong executive communication, data governance expertise, and experience with AI-enabled workflows to translate evidence into actionable

Qualifications

• Bachelor’s degree in Business, Data Management, Information Systems, CS, Operations Management, or a related field.
• Advanced degree or relevant certifications in data governance, service management, AI, analytics, project management, or process improvement preferred
• Experience leading cross-functional data operations teams is a plus

Responsabilités

• Lead enterprise service intelligence and complex escalation management for customer-critical Data Estate issues.
• Own and manage the complex-escalation queue, including triage, assignment, stakeholder mobilization, progress tracking, customer-impact assessment, and closure
• Coordinate issues that cross multiple data domains, products, systems, operating teams, or accountable owners while maintaining end-to-end oversight of complex cases
• Convene Product, Engineering, Operations, Client Service, Sales, Governance, and domain subject-matter experts to diagnose high-impact problems, confirm ownership, and drive durable resolution
• Establish consolidated reporting on ticket volumes, aging, service-level performance, reopen rates, ownership gaps, escalation patterns, unresolved dependencies, and emerging customer risks
• Develop executive-ready summaries and briefings that clearly explain the issue, customer impact, root cause, current action, required decisions, residual risk, and next update
• Lead responsible AI-enabled service intelligence by defining business requirements, controls, acceptance criteria, and human review expectations for AI-supported ticket and escalation processes
• Govern service standards for classification, ownership, severity, priority, escalation, status definitions, closure criteria, SLA exclusions, exception reasons, and scorecard reporting
• Lead business design and enhancement priorities for the Salesforce-Jira service-management ecosystem, including workflow improvements, automation opportunities, reporting requirements, rollout readiness, and user validation

Connaissances

Data escalations leadership

Cross-functional coordination

Executive-ready insights

Ticketing & SLA knowledge

Executive communication

AI service intelligence

Salesforce/Jira familiarity

Global team leadership

Formation

Bachelor's degree in related field

Advanced degree or certifications

Outils

Salesforce

Jira

AI-enabled workflows

Data quality management

Data governance

Enterprise data-product operations

Description du poste

Moody’s Corporation is seeking a senior Service Intelligence Lead to manage enterprise escalations and governance for customer-critical Data Estate issues. You will own the complex-escalation queue, coordinate across Data Operations, Product, Engineering, Client Service, Sales, Governance, and domain teams to drive durable resolution.

The role requires strong executive communication, data governance expertise, and experience with AI-enabled workflows to translate evidence into actionable